Scheduling Coordinator

Title: Scheduling Coordinator (2 pm-11 pm EST Mon-Fri, 6-Month Contract) (Remote)

Location: New York NY US

Category: Customer Service

Job Description:

About Reverence:

Reverence is a technology company solving one of the hardest problems in healthcare – how to get the right people, in the right place, at the right time – in support of top-quality home-based care.

We provide technology and services that enable healthcare provider groups to significantly improve staffing operations.

Our mission-driven team brings significant front-line experience driving excellence in home-based care and improving workforce operations – one of the gnarliest (and most interesting!) business challenges facing healthcare organizations.

About the Role:

The scheduling coordinator will work with home care agencies to support the most important aspects of the scheduling process. We are looking for one person to fill a 6-month contract role (approximately 45 hours per week) with the following hours: 2 pm-11 pm Eastern time (Mon-Fri). This is a fully remote 6-month contract role.

This role will involve a mix of the proactive and reactive. The proactive aspects of this role will include working with care coordinators to place home care aides into long-term placements with patients. This will require taking into account both quantitative (e.g., skills and availability) and qualitative factors (e.g., personality) to make a good match.

The more reactive aspects of this role will include answering phones and escalating as needed, filling caregiver shifts on short notice, and, in general, ensuring that patients receive the assistance they need. In practical terms, the associate will coordinate with caregivers and customers to handle situations such as filling shifts with short notice (due to a call out), no shows, or lateness.

The role requires working across multiple technology systems to ensure accurate record keeping, as well as working directly with caregivers and clients, so comfort with technology, a positive attitude, a friendly demeanor and willingness to problem-solve will be important in this role.

What you’ll do:

• Interact directly with clients, caregivers and patients to handle client related matters including: working with care coordinators to place home care aides into long-term placements with patients; staffing scenarios and attendance issues (no shows, lateness); schedule changes to ensure patient/caregiver coverage; customer service complaints
• Use technology to assign clients to the appropriate clinicians
• Use a ZenDesk ticketing system to track ongoing cases and communication
• Communicate with caregivers and patients regarding any updates or changes to their schedule
• Utilize technology across multiple software systems (Google workspace and proprietary systems) to ensure the best service for all
• Handle Patient Health Information (PHI)

We are looking for:

• Effective communication skills with clients, patients, caregivers and families
• Some customer service experience – Be friendly, positive, persuasive, and solutions-oriented
• Proactive problem solver and able to handle difficult situations or customers as they arise
• Highly organized with attention to detail (i.e., able to follow clearly defined procedures)
• 2-3 years customer service, health care, hospitality, or retail experience preferred
• Strong ability to navigate multiple technology systems simultaneously
• Previous experience as a home care scheduler (or other industry front-line scheduling) is a plus
• Fluency in Spanish is a plus
• Experience in home care, health care or senior-related industry is a plus